Difference between revisions of "Policies"
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'''Guidelines for the Use of Trillian Instant Messaging in the Gelman Library System''' | '''Guidelines for the Use of Trillian Instant Messaging in the Gelman Library System''' | ||
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• Watch the tone of instant messages; if you are angry, don’t send an instant message. Consider that sarcastic or ironic comments may appear to be serious without eye contact or body language. Do not type in all capital letters, as this is perceived as shouting. Use smiley faces, etc. to show a jocular tone if you must, but better to avoid any questionable statement. If you have any doubt whether to send the message by instant messaging, use another method of communication such as telephone or a personal visit. | • Watch the tone of instant messages; if you are angry, don’t send an instant message. Consider that sarcastic or ironic comments may appear to be serious without eye contact or body language. Do not type in all capital letters, as this is perceived as shouting. Use smiley faces, etc. to show a jocular tone if you must, but better to avoid any questionable statement. If you have any doubt whether to send the message by instant messaging, use another method of communication such as telephone or a personal visit. | ||
• Remember that not all staff using Instant Messaging software will be familiar with “chatspeak” and that terms like “brb” or “g2g” may not be understood. | • Remember that not all staff using Instant Messaging software will be familiar with “chatspeak” and that terms like “brb” or “g2g” may not be understood. | ||
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[[Main Page]] | [[Chapter 10]] | [[Main Page]] | [[Chapter 10]] | ||
Latest revision as of 17:07, 11 December 2007
[edit] Updates
[edit] Documents
Guidelines for the Use of Trillian Instant Messaging in the Gelman Library System
Rationale for the Guidelines is to improve communication within GLS, by making sure all those who need to know information will know it, without overloading everyone with extraneous or frivolous messages.
Policies regarding Trillian Instant Messaging:
Appropriate use of Trillian Instant Messaging:
• To quickly communicate with individual staff regarding upcoming programs, meetings, celebrations, etc. This can include inquiries and coordination regarding times and availability, location, or preparations. • To discuss items of importance to a work group, inter- or intra-departmental. If more than two people are involved in the question, consider using the conference feature of the IM client to create a group discussion environment. • To ask questions or seek clarifications between individuals. • To conduct departmental or team business. • To seek status updates.
Inappropriate use of Trillian Instant Messaging:
Instant Messaging is “context-free”, i.e. the reader cannot hear vocal inflection or see facial expressions that convey meaning in addition to the words. Please consider your writing as it stands by the words alone.
Examples of clearly inappropriate use of instant messaging are:
• Frivolous or sarcastic replies to fellow staff. • Insulting language. Instant Messaging is for communication, not harassment.
Additionally, the nature of instant messaging is less formal in tone than email or written forms of communication, as well as the fact that permanent records of chat sessions are not normally created unless auto-logging is enabled. Consider whether what you intend to communicate is formal enough in nature to require the use of Groupwise email instead, such as requests or approval for leave time, official notifications or changes in policies and procedures.
Finally, most instant messaging clients do not include a group broadcast feature. Therefore messages that are intended for multiple individuals or large groups should be sent via email.
Using Trillian Instant Messaging:
Use of the instant messaging client helps keep staff available for short, fast questions or communications more quickly than an email and in a less intrusive fashion than phone calls. Furthermore, away messages can help users know what to expect regarding response times or availability of the staff they are attempting to contact.
• Staff should login to their Instant Messaging client when launching Windows or restarting their computer. Consider enabling the auto-start or auto-login features of Trillian. • Staff should make use of away messages to communicate their current status and availability. A good example would be “In a meeting, back at 2”. Also consider enabling the auto-idle feature, which allows others attempting to contact you to see that you are not currently at your desk. • Keep in mind that your message could be erased before the recipient can read it if the machine is shut down. If your inquiry has not been answered within a reasonable amount of time, consider whether following up with a Groupwise email or voicemail may be a more appropriate means of communicating with the person in question.
Instant Messaging Etiquette:
• Reply to instant messages in as timely a fashion as possible. If you need more information, indicate what you need in your reply. • When sending instant messages, be clear and concise, letting the recipient know what you need and why. • Think before you send, especially about which person(s) with whom you want to communicate. Pay close attention that the IM tab or window in which you are replying is the person you intended to communicate with. • Keep in mind that some staff because of their positions receive a high volume of incoming mail and messages. Consider whether a phone call or personal visit would be more effective in such situations. • Watch the tone of instant messages; if you are angry, don’t send an instant message. Consider that sarcastic or ironic comments may appear to be serious without eye contact or body language. Do not type in all capital letters, as this is perceived as shouting. Use smiley faces, etc. to show a jocular tone if you must, but better to avoid any questionable statement. If you have any doubt whether to send the message by instant messaging, use another method of communication such as telephone or a personal visit. • Remember that not all staff using Instant Messaging software will be familiar with “chatspeak” and that terms like “brb” or “g2g” may not be understood.
[edit] Discussion
